ISO 20000 Certification FREE ISO 20000 Certification IT Service Management Questions and Answers 3

Question 1

What is the purpose of the continual improvement process in ISO 20000?

Accepted Answer

To systematically improve the effectiveness and efficiency of services and the SMS

Answer

To replace outdated hardware on a scheduled basis

Answer

To audit third-party vendors annually

Answer

To ensure all staff complete yearly certification exams

Question 2

Which of the following is a mandatory requirement for an organization seeking ISO 20000 certification?

Accepted Answer

Establishing a service management system with documented policies and objectives

Answer

Implementing ITIL v4 practices across all departments

Answer

Using a specific commercial ITSM software tool

Answer

Maintaining a minimum of 50 IT staff members

Question 3

In ISO 20000, what is the primary objective of capacity management?

Accepted Answer

To ensure sufficient capacity exists to meet current and future agreed service requirements

Answer

To reduce the total number of IT assets in the organization

Answer

To manage the hiring process for IT personnel

Answer

To control the budget allocation for IT projects

Question 4

What does ISO 20000 require regarding supplier management?

Accepted Answer

That suppliers and contracts are managed to support the delivery of agreed services

Answer

That all services must be delivered entirely in-house

Answer

That suppliers must also hold ISO 20000 certification

Answer

That only one supplier may be used per service category

Question 5

Which activity is part of the service reporting process in ISO 20000?

Accepted Answer

Producing reports on service performance against agreed targets

Answer

Conducting root cause analysis for all major incidents

Answer

Approving changes to the production environment

Answer

Negotiating contracts with external suppliers

Question 6

What is the significance of the Plan-Do-Check-Act (PDCA) cycle in ISO 20000?

Accepted Answer

It provides a framework for continual improvement of the service management system

Answer

It defines the escalation path for critical incidents

Answer

It determines the sequence of deploying software releases

Answer

It establishes the hierarchy of service management roles